Job Overview
Location
New York City
Job Type
Full-time
Category
Customer Success
Date Posted
May 28, 2026
Full Job Description
đź“‹ Description
- • Lead and scale customer support for Bastion Technologies Inc., a regulated financial infrastructure provider serving major consumer technology and financial services partners with millions of end users.
- • Define support obligations across partnerships, design scalable support models, and own the operational infrastructure ensuring fast, accurate, and scalable support experiences.
- • Join a compliance-first fintech startup building stablecoin issuance, custodial wallets, and global asset conversion rails, where you’ll shape support strategy at the intersection of partner operations, AI-powered tooling, and regulatory adherence.
- • Develop expertise in financial services support, build scalable documentation and AI-assisted triage systems, and create a voice-of-customer feedback loop that directly influences product and engineering priorities.
🎯 Requirements
- • Proven experience leading customer support at scale, including managing outsourced (BPO) teams and designing support models for high-volume partner ecosystems.
- • Strong ability to audit, document, and structure support knowledge bases for human and AI consumption, including troubleshooting guides and scope boundary frameworks.
- • Experience evaluating and implementing AI-powered CX tooling for Tier 0/Tier 1 automation, with a focus on balancing automation with white-glove service.
- • Comfort operating in fast-paced startup environments, capable of contributing immediately and becoming fully productive within three months.
- • Willingness to learn financial services and regulatory concepts related to payments and digital assets, and to collaborate with compliance when needed.
🏖️ Benefits
- • Opportunity to build and scale a critical support function from the ground up for a high-growth fintech startup serving Fortune 500 partners.
- • Hands-on leadership role with direct impact on partner satisfaction, SLA adherence, and product improvement through structured customer feedback.
- • Exposure to cutting-edge financial infrastructure (stablecoins, custodial wallets, asset conversion) and AI-driven support innovation.
- • Flexibility to work remotely anywhere in the U.S., with a preference for NYC-based candidates.
- • Equal opportunity employer committed to diversity, inclusion, and compliance with federal, state, and local employment laws.
Skills & Technologies
About Bastion Technologies Inc.
Bastion provides a unified application security platform that combines smart-contract audits, on-chain monitoring, and real-time threat response for web3 teams. Its cloud-native stack automates scanning of Solidity, Rust, and Move codebases, detects live attacks, and triggers playbooks to pause contracts, alert stakeholders, and coordinate incident response. The company serves DeFi protocols, NFT marketplaces, and blockchain infrastructure providers, integrating with GitHub, Slack, PagerDuty, and major EVM chains to reduce exploit windows and recovery costs.
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